Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Figure 105: System IPCC Deployment

IPCC System PG

The IPCC System PG can be used as:

•

An integration point for the IPCC Gateway PG.

•

A standalone IPCC PG providing seamless configuration and intelligent call reporting features.

Overview

•

The System PG is similar to a Generic PG with co-resident CCM and IVR peripherals (PIMs).

•

A mixture of CCM and IVR peripherals can operate within the System PG, however, IVR
peripherals are hidden behind CCM (single routing-client interface like the ACD model).

•

CCM peripherals within the System PG can share the common IVR resources if JTAPI
triggers are partitioned properly.

•

Seamless configuration is achieved through the IPCC Web Administration Tool (one CCM
peripheral and five IVR peripherals are pre-configured).

•

Each IVR is configured in the Network VRU Bank table as Type-9 with a single network
label to allow load-balancing and correlation-id based routing (no translation-routes).

•

Same caller redirected between IVR and CCM is captured in single termination call detail
record (TCD).

•

Only IP IVR is supported in this release. CVP is not supported in the Network VRU Bank
table.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)